Route+ Package Insurance FAQs

Pandora Las Vegas is proud to partner with Route , the leader in package protection and tracking solutions. With Route+ your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you!

Route+ Benefits:

  • Coverage of lost, stolen or damaged packages
  • Effortless claims filing

QUESTION: How much does it cost to insure my Pandora Las Vegas.com order?

Answer: Route+ premium package insurance is free to Pandora Las Vegas ecommerce customers! Package insurance cost is included in purchase price of merchandise.

QUESTION: Does Route+ cover stolen items?

Answer: Yes! When you insure your orders with Route+, coverage is limited to replacement only, except in cases when replacement is not available. In the case a replacement is not available a refund will be issued, subject to Route App Terms and Conditions, including but not limited to the Pandora Las Vegas + Route Claims Policy.

QUESTION: What do I need to know about filing claims on orders that never arrived or was stolen?

Answer: Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered."

Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.

When you file a claim, it will typically be reviewed for approval for a reorder or refund within 24-48 hours. Route may process and honor or deny any customer’s claim without filing a claim with any insurer under any insurance policy. Subject to Route App Terms and Conditions, including but not limited to the Pandora Las Vegas + Route Claims Policy which include exclusions from coverage and claim processing requirements. If coverage is excluded or you do not comply with all claim processing requirements you will not benefit.

QUESTION: Am I able to change the address to which I would like my re-order delivered?

Answer: Yes! If you would like your re-order to be delivered to an address that is different from the original shipping address, you can indicate this change by responding to the claims confirmation email you received after filing your Route+ claim.

QUESTION: Can I change my shipping method?

Answer: No. Reorders will be shipped via the same delivery method as the original order. For example, if an order was originally shipped with Standard ground shipping, reorders cannot be reshipped using an expedited shipping method.

QUESTION: What do I need to know about filing claims on orders that arrived damaged?

Answer: If your package is damaged upon arrival, you can file a claim at https://claims.route.com/. If your order has defects, cosmetic damage not sustained in transit or you suspect it was damaged during manufacturing, please visit our Pandora Las Vegas Return Policy.

QUESTION: How do I check the status of my claim?

Answer: After filing your claim, you will receive a claims confirmation email from Route+ acknowledging your having filed a claim. Claim status updates, changes to delivery address, and questions regarding your claim can be made by responding directly to this email.

QUESTION: My lost, stolen or damaged ordered item is now Out of Stock. How does Route+ handle this?

Answer: If the missing or damaged item is out of stock, customers will be offered a refund or re-order for item with similar value. Customers will have the option to select the replacement item in a different color at this time as well.

QUESTION: How are refunds processed?

Answer: All refunds for lost, stolen and damaged items are issued via PayPal by Route. This includes refunds on items purchased with a gift card.

QUESTION: What does Route+ Package Insurance NOT cover?

Answer: Route+ does not cover:

  • Customer errors such as inputting incomplete or incorrect address information
  • Late deliveries
  • Empty boxes not a result of damage or package tampering sustained in transit
  • Claims for lost, stolen or damaged packages filed after the designated claims filing timeframe

Route may process and honor or deny any customer’s claim without filing a claim with any insurer under any insurance policy. Subject to Route App Terms and Conditions, including but not limited to the Pandora Las Vegas + Route Claims Policy which include exclusions from coverage and claim processing requirements. If coverage is excluded or you do not comply with all claim processing requirements you will not benefit.

QUESTION: My package is being returned to sender. Does Route+ Package Insurance cover this?

Answer: Route+ covers return to sender packages that are lost in transit or damaged on the way back to Pandora Las Vegas to the same extent that it covers packages that are lost in transit or damaged on the way to the customer.

Didn’t find the answer you were looking for? Please visit these additional resources for more information:
- Route User Privacy Policy
- Additional Route Customer FAQs